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| Section | Objectives |
|---|---|
| Topic 1: UCCE Architecture and Components | - Cisco Unified Contact Center Enterprise architecture overview - Core components (ICM, CVP, PG, Finesse, CUCM integration) - Call routing architecture and call flow design |
| Topic 2: Security and Integration | - CRM and third-party system integration concepts - Integration with Cisco Unified Communications Manager - Security design for contact center environments |
| Topic 3: Reporting and Monitoring | - System monitoring and troubleshooting considerations - Cisco Unified Intelligence Center (CUIC) reporting design - Historical and real-time reporting concepts |
| Topic 4: Dial Plan and Call Routing Design | - Dial plan considerations for enterprise contact centers - Routing logic and call treatment design - Routing scripts and VXML/CVP integration concepts |
| Topic 5: System Sizing and Capacity Planning | - Scalability considerations for distributed deployments - Agent, call volume, and concurrency planning - High availability and redundancy design |
| Topic 6: Cisco Unified CVP (Customer Voice Portal) | - Self-service call flows and IVR design - CVP deployment models (standalone, comprehensive) - SIP and voice gateway integration |
In the Cisco Unified Contact Center Enterprise solution, which two agent CTI desktop options support Transport Layer Security? (Choose two.)
Correct Answer: A,C 🗳️
During a normal call flow in the Cisco Unified Contact Center Enterprise solution, how long is the Cisco Unified IP IVR engaged?
Correct Answer: B 🗳️
Microsoft Windows Active Directory in Cisco Unified Contact Center Enterprise controls all of these types of user access except which one?
Correct Answer: C 🗳️
In the Cisco Unified Contact Center Enterprise 8.0(x) solution, historical interval reports can be generated in either 15-minute or 30-minute intervals. Which statement is true?
Correct Answer: B 🗳️
When call progress analysis is done in the voice gateway with the Cisco Unified Contact Center Enterprise Outbound Option 8.0, which protocol is used to communicate the call progress status to the dialer?
Correct Answer: D 🗳️
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